Help Is Dead. Long Live Help!  

As Help Authors, we often treat online help as a 'thing,' not an activity. We’ve favored the noun over the verb! This preference is natural for writers, who enjoy producing books. If we hope to survive on a dynamic development team, we must train ourselves away from writing books, toward helping people. This shift means examining the bigger picture and adopting different ways of working.

Sisler, Paul and Catherine M. Titta. STC Proceedings (2001). Articles>Documentation>Help>Online

The Help Landscape: A Mile Wide and 30 Seconds Deep

Two questions any writer must deal with are: 'What do I write about?' and 'How much do I say about it?' Essentially, these questions deal with the scope and the depth of a document. Technical communicators have a tendency to want to document a topic as completely as possible, and we carry this instinct with us when we architect and write Help files. In this column, I challenge that prevalent instinct and offer an alternative way of thinking about the scope and depth requirements of Help systems. The benefits of this approach are, I hope, better Help for users and, for our clients and employers, a more efficient use of technical communicators' time. First, I'll discuss three principles that underpin my perspective, then I'll give some practical advice about writing Help that people will actually use.

Hughes, Michael A. UXmatters (2007). Articles>Documentation>Help>Online

Help! It's Not Just a Beatles Movie

Windows Help has steadily improved to the point where the Windows XP Help and Support Center provides nearly exhaustive answers to your queries. Here’s how the Help and Support Center works.

Crawford, Sharon. Microsoft (2001). Articles>Documentation>Help

Help! Six Fixes to Improve the Usability of Your Online Help  

Tight deadlines and limited resources often force wiiters to cut corners and release less than optimal help system designs. After considerable trial and error, I te come up with a checklist that can help you evaluate and improve your help system for the next release. Each question represents an important usability issue.

Timpone, Donna. STC Proceedings (1997). Articles>Documentation>Online>Help

Help.Longhorn - What is it?

The Help platform for Microsoft Windows is changing once again. Since 1995, Microsoft HTML Help has been the standard for Help systems for Windows applications, but the release of the next generation Windows operating system in 2005 will see a brand new XML-based Help platform. It is currently known as Help.Longhorn, or "Longhorn" Help, or sometimes as Help3 or TrésHelp.

Self, Tony. HyperWrite (2004). Articles>Documentation>Help>Microsoft Windows

HelpHook

This is a very simple example of integrating a J2SE application with the Apple Help Viewer application. This sample code has been updated to include a project that produces a universal binary. No code changes were required for it to run correctly on Intel-based Macintosh computers.

Apple Inc. (2007). Articles>Documentation>Help>Macintosh

Hero Stuff: Saving 50% on Support Costs with Fax and Modem Support Documents  

In the PC products market, customers insist on excellent support at rock-bottom prices. The traditional model of customer support, having a phone technician answer customer questions, is becoming too expensive.

Brown, Constance C. STC Proceedings (1993). Articles>Documentation>Online>Help

HTML-Based Help: A Convergence of Two Solutions  

IDX Systems launched two separate HTML-based help authoring efforts simultaneously. The results were two very different HTML-based help solutions. One solution emphasized thorough and complete information while compromising accessibility. The other solution emphasized accessibility while compromising thoroughness and completeness. In both cases, the compromises were forced by the limitations of current web technologies. The two writing efforts have now been merged into one solution that uses HTML, database technology, and Active Server Pages.

Johnson, Wayne and Fritz Garrison. STC Proceedings (1998). Articles>Documentation>Online>Help

Implementing Help Systems for Java Applications  

Technical communicators are facing a revolution in how we develop online help for software applications. No where is this more apparent than in the development of help systems for applications written in Java. Sun Microsystems, Inc., expects to roll out JavaHelp in the early part of 1998. Until JavaHelp arrives, technical communicators will have to find creative ways to implement HTML help systems for Java applications. The best news is that we have some standards to follow, like HTML, and some methods for browsing HTML help today. The key is to develop scalable help systems designed with the future in mind. This paper discusses some ways you can create HTML help content that works with your applications today and tomorrow.

Colvin, Richard D. STC Proceedings (1998). Articles>Documentation>Online>Help

Indexing Online Help  

In order to make a help system really helpful, you need to provide an effective index. But many online help writers face two dilemmas when it's time to index their help systems: How to prepare a useful index that meets the users' needs and how to code the keywords to make the index compile correctly. This article provides tips to help writers solve both problems.

Hamilton, Beth. STC Indexing SIG (1999). Articles>Documentation>Online>Help

Indicating Changed Text in Help Files

There are still many circumstances when drawing a user's attention to changed text is important. How do we do that with Help systems? By borrowing techniques from paper manuals, we don't have to reinvent the wheel. So here's a good approach that will work for Microsoft Word-based HATs.

Self, Tony. HyperWrite (2004). Articles>Documentation>Online>Help

Introduction to JavaHelp  

An introduction to using Sun's JavaHelp system for creating online Help.

Nesbitt, Scott. ScottNesbitt.net (2004). Articles>Documentation>Help

Issues in Designing, Implementing, and Evaluating a Help System  

The design team for a major new product approached our publications group about ideas on developing an online manual and/or online help. Together, we developed a task-oriented, easy-to-use online help system, and continue to work together to evaluate it. Where do we best put the buttons that access the help for various subsystems?

Evans, Jeanette P. STC Proceedings (1993). Articles>Documentation>Online>Help

Key Roles In Developing Successful Online Help  

There are many roles involved in developing a successful online help project. Understanding the relationship between these roles can increase everyone's awareness of the requirements and tasks necessary for a successful project. In many projects, individuals fill more than one role, moving between roles as needed.

Hall, Rebecca C. STC Proceedings (1999). Articles>Documentation>Online>Help

Making Help More Human, and Other Discussions

Discusses a number of trends in the technical writing world, particularly the need to make help more human by adopting conversational tones and addressing the angry/frantic state of the user.

Johnson, Tom H. and Heidi Hansen. Tech Writer Voices (2007). Articles>Documentation>User Centered Design>Help

Making Online Help Helpful -- Perspectives of Professionals and Users  

This paper reviews research done in online help information, analyses different views on it from the perspectives of professionals of technical communication and end-users, and suggests ways to solve problems.

Li, Yue. STC Proceedings (2003). Articles>Documentation>Online>Help

Making Web-Based Online Help Accessible: A Case Study  

Accessibility is about providing successful access to information, and the use of information technology by people who have disabilities. The IBM® WebSphere® Commerce development team adopted IBM’s mandate to make its software accessible, and achieved a high level of accessibility in its release of the IBM WebSphere Commerce, Version 5.4, suite of products. Continuing with the next release, the WebSphere Commerce development team strove for an even higher level of accessibility. This paper discusses some of the experiences and lessons learned from making WebSphere Commerce online help and software accessible. It examines some of the most common issues from the User Experience, Information Development, and Test perspectives.

Bot-Roche, Diba, Frances Mullally, Vijay Sivashankar and Donna Sutarno. STC Proceedings (2003). Articles>Documentation>Accessibility>Help

Mastering the Mayhem: How to Manage a Hypertext Help Project  

Two main forces affect a Help project: absurd deadlines and a complex web of hypertext files. Those responsible for managing such projects often ask: How do I gain control of all these forces? When do I need to start the project? How do I gauge its progress? Our demonstration will show how to successfully manage a Help project. We will illustrate how WordPerfect Domestic Documentation Services solves management problems using a timeline, checklist, and tracking database.

Calhoun, Deirdre and Wendy Fritzke. STC Proceedings (1994). Articles>Documentation>Online>Help

Maximizing Windows Help  

Maximizing Windows Help is more than just converting printed documentation to Help. Help users want easy access to information so that they can complete their tasks expeditiously. A Help topic should contain information that adresses one subject, has one objective, and answers one question. To maximize Windows Help, chunk information and use hyperlinks. The use of macros can enhance how information is accessed.

Smart-Wycislo, Nicole Y. and Patryce Moshay. STC Proceedings (1997). Articles>Documentation>Online>Help

Method to Evaluate Manuals and Online Help  

In these testing times when time to market for software is constantly diminishing, the demand to make manuals and online help targeted, faster, cheaper and better is a tall order. While methods and tools are being constantly developed to help us do our work faster, and better, measuring the quality of the written word remains a deficient arena. Technical Communications gurus advocate methods like surveys and usability to make better end products. However, this requires good infrastructure and management support to carry out. This paper provides a method to evaluate technical manuals and online help for software products. It discusses how you can gauge a manual’s quality and suggests a method to quantify its effectiveness. It is cheap to implement and is customizable for your organization. All you need is good knowledge of your audience, and some faith and persistence!

Santhanam, Raji. STC Proceedings (1999). Articles>Documentation>Assessment>Help

Migrating to WinHelp 4.0 for Windows ’95  

WinHelp 4 is the help environment for Microsoft’s Windows 95 and Windows NT operating systems. Among the important new features of WinHelp 4 are more capable secondary windows, shortcut buttons, the ability to integrate multiple help files, What’s This? help, and better support for online coaches. Help authors must understand both the construction and the design aspects of these new features. They must also deal with the complexities of the transition from Windows 3.1 help to WinHelp 4.

Farkas, David K. and Joe Welinske. STC Proceedings (1996). Articles>Documentation>Online>Help

A Modular Approach to WinHelp Projects: The Process Behind the Success  

The Knowledge Products group at Cisco Systems, Inc., provides online help for both PC and UNIX-based applications. The online help team for the Cisco Works for Windows product comprised of five writers who coordinated the online help development efforts. The online help team worked closely to produce an integrated help system that was modularized for better process control.

Mandavilli, Lavanya K. STC Proceedings (1996). Articles>Documentation>Online>Help

Moving Beyond Help  

Users complain that there is too much information in help. We will explore ways to move beyond help and provide users with the types of support they really need: re-using information on commercial information services such as CompuServe or America Online, on the Internet, and on dial-up phone and fax services. Making application interfaces self-documenting. Providing information in overlaid notes, cue cards, and wizards.

Hyman, Francine N. and Jonathan R. Price. STC Proceedings (1995). Articles>Documentation>Online>Help

Moving from Paper to Electronic Documentation: Tips for a Successful Project  

With new tools and technologies available, more companies are choosing to move from paper-based documentation to electronic documentation. Being a pioneer is an exciting – and daunting – experience. In moving from paper-based to electronic documentation, you may be treading on a path never before explored for your product or your company. There are many decisions to make and many plans to develop, abandon, and develop again. Special attention is required in the areas of project management, writing and illustration, documentation design, and configuration management. A team that has experienced a paper-to-electronic documentation project can offer valuable advice if you are facing a groundbreaking project.

Finan, Jill Sutton, Joanna Natoli, Heather Healy and Mike Kocik. STC Proceedings (2003). Articles>Documentation>Online>Help

Next Generation Microsoft Online Help

Just as clothing styles change, and fall's fashion is different from summer's, so Microsoft presents it's new fall's fashion of online help to a fashion-consious entourage of software companies always eager to follow Microsoft's lead.

Albing, Bill. KeyContent.org (2004). Articles>Documentation>Online>Help